Vodafone Hiring for Service Desk Engineer

JOB DESCRIPTION

Key Accountabilities

Receiving, acquisition, forwarding, handling and closing-off of every description among compliance with defined rules
Open tickets based on received phone calls, emails or fax
Monitor and track ticket system, email system, phone and fax for incoming Incidents and Requests
Enrich tickets with additional information if required and/or needed
Dispatch Incidents and Requests to next level of support including call out
Inform IMS (Incident Management and Support Team) via phone about Critical Incidents
Inform Incident or Request Originator about updates and progress
Review ticket answers from underlying support levels
Answer Incidents and Requests back to originator
Keeping customers informed on request status and progress till closure
Liaising with other support groups in assisting with the resolution of SRs where initial investigation fails to resolve the customer incident.
Pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them.
Solve incidents based on knowledge
consults with next line of support teams as appropriate
Settings with the SLS, the customers and service provider within the Incident Management Process
Pro-active monitoring of systems and services (Line of Business).
Performance of permanent activities for the monitoring of the incident process.
Introduction of telephone conferences
Notification and alerting of on calls
Performances of outbound activities.
Active support of the service processes by pro-active handling
Support of the technical departments in the use of the service support processes.
Handling of systems and peripheral devices.
Continuous checking of systems and peripheral devices
Performance of simple works of repair and maintenance on the technical equipment in the work environment to saving operational sequences
working in shift bases available 24/7
Validate Incidents and Requests according to Operations questionnaires
Qualification and analysis of requests (Incident, Change, Order, Service Call)
Analysis and management of incidents.
Ensure continuous monitoring and forward movement of customer issues until they are resolved.
Monitoring and Improvement of quality of service
Act as a team member that contributes to solutions and customer satisfaction.
Analysis and manage handover of incidents to Problem Management
Recording and tracking incidents and complaints
Monitoring of documentation of services on being up-to-date
Documentation of all types of handling steps, also on demand for the technical departments.
Permanent updating of available technical knowledge
De-escalation of conflict situations

B.Sc. or Computer Engineering or Computer Science 0 / 2 year IT experience (Familiar with Service Desk/Helpdesk support field)
Excellent written and spoken English is a must Level 6) preferred
Organized for working in a global cooperative team environment

Vodafone India Services Pvt. Ltd. has rapidly spread its wings since establishing its Pune Centre in 2010. Today we are a multi-function Shared Service Centre delivering 24*7 services across the spectrum of IT, Finance, Networks, HR, and Customer Operations from Pune, Ahmedabad, and Bangalore. A team of experts in Bangalore works on creating solutions for our consumers in emerging markets. This makes a truly unique Shared Service Centre that spans across
all the key business processes, giving our employees a 360˚exposure to the telecom universe.